Everest Casino - Unable to download casino software so they are refusing to refund my deposit

I opened an account with Everest and made my first deposit. It then became apparent that I would have to download the casino to my laptop in order to access the games - this was not made clear before I deposited. I only have a company laptop, and therefore am unable to download casino software to it - I can only play using Instant Play. I contacted the casino 3 times by email explaining this, and have had some bizarre responses. One of them being about bonuses?? I didn't mention bonuses, my complaint was not to do with bonuses, so their command of the English language isn't always good. I spoke to someone on live chat yesterday, who told me she would contact the finance department explaining my situation - it is impossible for me to play through my deposit as it is impossible for me to download the casino, so I just want my money back. I have now received another email not referring to my problem at all, but again saying that they won't refund my deposit until I have played through the deposit amount at least once! I am tearing my hair out, I can not do that as my laptop won't allow me to download their casino. They really should not have a system where someone is able to deposit without the download, had that been the case, I would not have made the deposit. So, I am in the situation that they have my money, I can't play through it and they are refusing to refund it. It is only £25, that is not the point. It is my money that I believe was taken under false pretenses as it was taken without any requirement of a download. This is not very good customer service, and doesn't do Everest Casino's reputation much good. Please just give me back my money.

Dear @lewielewie,

Please let us know if there's some update on your issue.

No, I haven't had any response from Everest to this complaint whatsoever AskGamblers. I'm very disappointed, and do hope that you are able to assist in some way as I am in a catch 22 position, unable to play through my deposit, and unable to withdraw it. I think Everest Casino have just ignored this complaint, which should act as a warning to potential new customers?

Hello there.
So sorry to hear that you had a negative experience with our Casino. In order for us to properly check what happened, I would need to identify your account. Could you please send me your email address or your username? I will look into it and get back to you as soon as possible.
Thank you in advance!

Sorina,
Montecarloaffiliates Team

Please can you give me your email address, if I send one to the usual email I fear it won't get to you and I will receive a random reply again. I am reluctant to put my name or email address on here as it is a public forum.

Thank you for your response though. A quick reply would be appreciated.

Hello there.

Please send me an email with all your information at sorina­@mo­nte­car­loa­ffi­lia­tes.com and I will review it.

Looking forward to receiving your email.

Best regards,

Sorina
Montec­arl­oaf­fil­iat­es.com

Hi Sorina,
I found your email address online yesterday and did send you an email then but have had no reply to it as yet. I will try again today.
Thank you

Hello there.

Thank you for sending me your details and for you patience.

I checked your account activity and I am happy to let you know your £25 fund is back into your Everest Casino Wallet.

However, according to our General Terms and Conditions, you cannot withdraw this amount until you have wagered it. You don't need to download the software in order to play, you just simply go on Everest Casino website, login and open the games available online.

Also, I would like to apologize for any misunderstanding with our Support team, or any conversation that didn't lead to actually solving the problem.

I hope that this clarifies everything yet should you have any further questions or concerns, our support team is at your disposal 24/7.

Regards,

Sorina
Montecarloaffiliates Team

Dear @lewielewie,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.